IT System Analyst Resume Example

Coordinated and provided support to resolve incidents, track problems, and ensure fulfillment of service requests for a central office of 50+ users and 43 restaurants. Collaborated with global counterparts to share knowledgebase, define best practices, and discuss market trends. Performed advanced desktop maintenance including hardware installations, software support local and virtualized, and network configurations on Windows and Macs. Supported and maintained several lab environments. Provided executive-level support, orientation, training, and technical assistance to service-desk team & end-users as necessary.

Responsible for developing and implementing sustainable software solutions to operational/technology gaps – using computer programming languages such as Java, Ruby, C, C#, and C++. Designed redundancy fail-safe procedures to ensure that optimum system performance and operational integrity was maintained. Created rigorous test plans and clearly documented quality assurance strategies for all hardware/software upgrades, enhancements, and third-party integrations. Developed custom scripts using Javascript, Python, and Ruby on Rails to deploy custom packages in order to resolve and troubleshoot known issues. Heavily relied on my knowledge of HTML and CSS to implement UI/UX enhancements for Point-of-Sale, Mobile App/Desktop Ordering, Delivery Service Ordering, Digital Marketing and Loyalty/Rewards Program.

• Mobile App/Web Development – Managed migration of Nando's online menu across several different platforms. Spearheaded initiatives to increase sales through implementing creative solutions. Of these, I began a Curbside initiative which had a proven 14% increase on mobile ordering within 3 weeks from go-live.
• Third Party Delivery Integration – Transformed the process for third party vendors (Uber Eats, Door Dash, Grub Hub, Google, etc.) to inject orders seamlessly to Point-of-Sale. Increased efficiency and proved a reduction of 5-hours per shift at each restaurant.
• Point of Sale Conversion – Lead groundwork for discovery, analysis, and initial implementation of POS conversion to Oracle/Micros Simphony. Facilitated workshops with stakeholders to identify requirements, manage expectations, and ensure both were meet or exceeded during deployment.
• New Restaurant Openings – Managed installation and deployment of IT and Point-of-Sale systems for10+ new restaurants on 2 POS platforms (Micros & NCR). Oversaw installation, testing, and go-live support. Worked with vendors to ensure timely delivery, manage installation, and open the restaurant on time and on budget.
• Gift Program Conversion – Managed migration of Nando's gift card program to a third-party vendor, unifying gift card technology across 2 POS systems. Worked with vendor to facilitate system integration, test deployment, and roll out the gift program.
• Help Desk Support: Assisted the transformation of an email-based Help Desk platform to a full-service platform. Developed and deployed a knowledge base allowing users to quickly and easily access walkthrough and support documentation for self-service support and training.